Remote Service Desk Analyst / Computer Support Admin II Wanted

Job Sector: Computer Help Desk

Remote Service Desk Analyst / Computer Support Admin II Wanted


  • Sector / Category : Computer Help Desk
  • Is Job Remote : Job is Remote
  • Employment Type : FULLTIME
  • Employer Name : Upwork
  • Employer Location :
  • Country : US
  • Minimum Salary : Not declared
  • Maximum Salary : Not declared
  • Salary Currency : US
  • Date Posted : Aug 17th, 2022
  • Listing source : Upwork

We're looking for a smart, experienced, and awesome Remote Service Desk Analyst / Computer Support Admin II to support one of our rockstar clients! In this role, you need to take note of these tasks: • This position requires a high degree of interaction directly with customers remotely. • The successful candidate will be able to communicate well with highly technical suppliers and translate that to the business speak of the customer and vice versa. • The successful candidate must be able to diffuse tense situations with upset customers at times by being an empathetic listener and projecting understanding and competence. • The candidate will demonstrate an ability to work independently, meeting deadlines and requirements, but not afraid to ask for help when needed to complete tasks on time and own up to, remedy, and learn from mistakes. • Remote Service Desk Analyst or Computer Support Admin II is responsible for providing computer service desk technical support and escalation support to customers at agreed levels and taking ownership of all assigned tickets or requests. • The candidate must be able to speak English (US) clearly on the phone, like working with people, and have a positive attitude. • Listening to understand the customer issues and team member • Document all work and phone support in a ticketing system • Be honest and respective to others • Willing to ask for help and admit when you made a mistakes • Learn and our company process and culture • Develop and maintain knowledge of customer's specific business environment • Able to work independently and follow up on requests until they are resolved • Answer phones and follow-up calls with customers and new prospects. • Manage Office 365 Administration (sysadmin tasks) create accounts, assign licenses, set up email, Teams and set up distribution lists • Troubleshoot Office 365 issues - Email Flow, Spam, Connectivity, Calendar Support Windows Servers & Active Directory (User Accounts, Group Policy, File Permissions) • Troubleshoot computer connectivity issues related to a wired and wireless network virus, malware, and ransomware detection and removal • Work with other staff as an escalation support engineer ("teamwork") • Printer (Network, USB) and scanner setup and troubleshooting You will succeed in this role if you have/are: • At least three 3 years of recent and verifiable experience performing analysis, installation, and technical support in a network, computer, or systems administration environment • At least 2 years of experience in an MSP or IT Consulting firm • At least 3+ years experience with PC technologies Windows 10/11 • At least 1+ year of working experience in Active Directory, Group Policy, DNS, and NTFS file permission • Previous B2C experience • Excellent English communication skills • Great attention to detail • Proactive • Knowledgeable of these tools: ConnectWise Managed PSA, AutoTask or Related Ticketing System, Continuum RMM or ConnectWise Control, Microsoft 365 Fundamentals (Office 365 Exam MS-900), Windows Desktop Administration, Hudu or IT Glue documentation It would be extra awesome if you have/are: • 2+ years experience with Android and iPhone - email configuration or Intune Management Device Management What's in it for you? • A competitive compensation package • Flexible working hours • Incentive bonus plan opportunity (DOE) • Paid Time Off (Sick leave) • Paid Holidays • Discretionary educational reimbursement (tuition, tests, books, and other training material) Other things you need to know: • This is a full-time work opportunity. • You'll be asked to work a minimum of 40 hours per week between 8:00 AM to 5:00 PM (Monday-Friday with occasional evenings and weekends) Pacific Daylight Time.

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